Dynatrace is the market leader in application and digital performance monitoring (APM/DPM). The Dynatrace Support Center is the nexus of the Dynatrace Customer Community, Customer Support, Product Documentation, Product Licensing, Dynatrace University, and Technical Knowledge Bases. I led the transition from hosting the disparate elements of the Community at in-house data centers to Amazon's AWS. I also led the unification of those disparate elements into the much more customer pleasing, seamlessly unified Dynatrace Support Center.• Responsible for managing the Dynatrace Support Center; includes largest Community of DPM professionals globally with over 100,000 registered users.• Bridged together several disparate customer facing assets (Confluence, JIRA, AnswerHub, & several other homegrown applications) with different user interfaces into a unified offering: the Dynatrace Support Center.• Surveyed above 90% satisfaction rating on the Support Center• Embedded with agile development team, attended and often led the daily scrums and sprint reviews• Managed project to move Support Center infrastructure from local datacenters and hardware to a cloud infrastructure in Amazon’s AWS. Resulted in a live-what-you-preach model of DevOps/NoOps development and management.• Consolidated the support ticketing system (JIRA) and user forums (AnswerHub) for merging business units.• Automated the license provisioning process, leading a cross functional team of upper management, finance, legal, business systems, engineering and core product teams.• Designed an accessibility model of permissions to grant a higher degree of access in the Support Center for our most trusted partners.• Informed the organization of team achievements in various stakeholder roundtables, community manager meetings, and other global cross company channels. • Managed relationships with vendors of the 3rd party software in the Support Center.

RouteOne is the cloud based digital hub for car dealers, automotive lending institutions and other partners in the automotive purchase process. RouteOne’s eContracting removes the paper from the selling process and brings efficiency for both the dealer and automotive lending institutions. I managed the already mature eContracting product to a new phase of growth, defining roadmap and vision. Oversaw tremendous increase in monthly eContracting volume, growing by 500% over my tenure as PM.

Monster’s Talent Management Suite is enterprise software that bridges all of the processes associated with human capital management into a unified, centralized platform. The suite was made up of an Applicant Tracking System (ATS), Performance Management, Learning Management and Career Development and Corporate Succession Planning. I was responsible for managing the release cycles and sales strategy of two distinct versions of the product line, integrating them with Monster’s core job posting and resume search functionality and as well as managing integrations with third party platforms.

Monster acquired Trovix in July 2008. After the acquisition, I took over all of the product management responsibilities (feature scoping and specifications, prioritization, release schedules) in addition to the support of the Trovix Recruit product.

Trovix developed an industry leading semantic search platform, the first application of which was to intelligently search resumes using natural language concepts in an enterprise Applicant Tracking System.I built the Customer Care team from the ground up, interviewed and hired personnel, provided performance reviews, task delegation, scheduling, gathered and analyzed support call metrics, and introduced improvements to product and support processes post-analysis.Trovix was a true startup, and I had the opportunity to wear many hats, from support, to client relations, training, consulting, pre-sales, product management and new customer implementations.

As part of the Bushido Technologies team, I worked as a Marimba Technology consultant on Remedy Asset Management projects.

- Traveled extensively throughout the United States, Canada and Europe, implementing new solutions and updating products from the Marimba Product Line.- Engaged with clients pre-engagement for planning sessions via telephone and email, and did the same post engagement for proper post mortem.- Worked with customers representing industry verticals such as Healthcare, Finance and Investment, Retail, Telecommunications, and Government.

- Managed the technical support aspects on Gold Level customer accounts [highest level].- Provided technical support for the entire Marimba product line via telephone, email, and web conferencing.- Routinely filed and tracked progress of Requested Feature Enhancements and Product Defects based on customers' feedback.- Lead project to capture customer’s Marimba Deployment Environment through our online CRM tool.- Supported European customers by working from Marimba’s UK office in 2003.- Hired and trained a new Support Engineer for Europe Support - Regularly proofread team produced customer facing documentation for technical clarity and grammatical accuracy.

Assisted Systems Analysts in developing Web-Based applications to support the Finance Department, using HTML, ASP, JavaScript, VBScript and MSInterDev.

- Updated Electrical System Schematics for 2000 Dakota and Durango trucks.- Designed and maintained website for Truck Interior E/E Systems on the DaimlerChrysler Intranet.- Performed a Competitive and Comparative Platform Vehicle Analysis.- Maintained Accuracy of fastener Torque in the DaimlerChrysler Product Database.